Dialer Administrator
Description

The Dialer Administrator is a technical role responsible for dialer system configuration including scripting, loading, mapping, and reporting. The role develops effective outbound campaigns and works closely with the call center operations team on development initiatives.


PRIMARY RESPONSIBILITIES

  • Perform daily uploads, downloads, and importing of data and files across systems.
  • Troubleshoot, diagnose, and resolve system problems or issues.
  • Monitor and adjust the performance of the dialer systems.
  • Run daily reports.
  • Identify emerging trends or patterns to collect, organize, understand, and act.
  • Recommend technology enhancements and update reports to improve data and minimize operations impact.
  • Create outbound campaigns to meet business objectives.
  • Identify metrics that accurately measure objective.
  • Identify technology business requirements to support campaigns.
  • Update dialing campaigns filter, list strategies, and reports.
  • Launch campaigns.
  • Assess saturation and penetration projections against business objectives, identifying issues and recommending campaign revisions.
  • Collaborate with leaders to obtain input on initiatives.
  • Seek out leaders’ feedback on functionality, customer experience, and agent efficiency.
  • Integrate feedback as appropriate.


Requirements

PERSONAL CHARACTERISTICS

  • Works independently, completes complex work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results.
  • Recommends viable options to resolve complex issues.
  • Discusses unique issues with management for guidance.
  • Self manages workload and priorities to deliver quality work on time.
  • Exhibits accountability.
  • Ensures compliance with local, state, and federal regulations.
  • Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.
  • Notifies manager when workload is light and volunteers for additional work.
  • Adjusts quickly to new work structures, processes, requirements, or cultures.

EDUCATION / EXPERIENCE

  • High School Diploma or GED
  • 2 years of college level courses preferred
  • At least three (3) years’ work experience developing and supporting contact center routing, Interactive Voice Response (IVR) applications, reporting, and campaign development.
  • At least one (1) year in a call-center environment with experience in using a dialer system.
  • Demonstrate knowledge and application of regulations.